Partner Governance

Country Manager – Australia

- Geographical Scope: Australia, New Zealand & Malaysia
- Direct Operations: Australia
- Partner-Managed Operations: Current Zealand & Malaysia
- Australian Locations: Sydney, Melbourne, Brisbane, Perth and any additional locations developed by TLScontact
- Reports to: Regional Manager – South, Central Asia & Pacific
- Travel Requirement: Frequent domestic travel within Australia and regular travel to New Zealand and Malaysia when required

Responsibilities

1. Australian Country & Multi-Site Operational Management The Country Manager has overall responsibility for TLScontact's directly managed operations throughout Australia.

- Oversee the daily operations of all TLScontact Visa Application Centres in Australia.
- Manage operations in Sydney, Melbourne, Brisbane and Perth.
- Manage any additional permanent or temporary Australian locations subsequently introduced.
- Ensure consistent service delivery across all Australian locations.
- Ensure centres operate according to TLScontact procedures and client contractual obligations.
- Define the appropriate operating model for each location based on application volumes.
- Ensure resources and opening schedules are adapted to operational demand.
- Optimize staffing and resources between locations where possible.
- Support small centres through flexible staffing and centralized management structures.
- Conduct regular visits to Australian centres.
- Review customer journey, operational organization, security, compliance and staffing during centre visits.
- Identify operational weaknesses and implement corrective action plans.
- Ensure centres are sufficiently prepared for seasonal fluctuations and volume increases.
- Ensure appropriate capacity planning across all locations.
- Act as the primary escalation point for operational issues in Australia.
- Immediately escalate significant risks or incidents to the Regional Manager.

2. Partner Management – New Zealand & Malaysia A key responsibility of the Country Manager will be the management and oversight of TLScontact's local operating partners in New Zealand and Malaysia.

Responsibilities include

Partner Gorvence

- Act as the principal TLScontact operational contact for partners in New Zealand and Malaysia.
- Establish a structured governance framework with each partner.
- Maintain regular operational and management meetings with partner representatives.
- Define clear roles, responsibilities and escalation channels between TLScontact and each partner.
- Ensure partners clearly understand TLScontact requirements and client expectations.
- Maintain close communication between partners, Regional Management and relevant TLScontact support functions.
- Ensure agreed actions are properly documented, assigned and followed through to completion.

Partner Performance Management

- Monitor partner operational performance against agreed KPIs and Service Level Agreements.
- Monitor customer satisfaction and client satisfaction
- Monitor waiting time, processing time, productivity and appointment capacity where applicable.
- Monitor quality and operational compliance.
- Monitor AVS sales and commercial performance where applicable.
- Review partner staffing levels and operational organization.
- Conduct regular performance reviews with partner management teams.
- Challenge underperformance and request corrective action plans.
- Monitor completion and effectiveness of corrective actions.
- Escalate recurring or significant partner performance issues to the Regional Manager.

Operational Oversight

- Ensure partner operations follow approved TLScontact and client processes.
- Ensure the customer journey meets TLScontact service standards.
- Ensure appropriate controls exist for document collection, biometric capture, payments, passport handling and passback operations where applicable.
- Review staffing models and operational capacity with partners.
- Ensure partners maintain sufficient trained resources.
- Support partners during periods of increased volume or operational difficulty.
- Facilitate operational knowledge transfer between TLScontact and partner teams.
- Conduct periodic on-site operational reviews in New Zealand and Malaysia.

Partner Compliance & Security

- Ensure partners comply with contractual security obligations.
- Ensure partners respect TLScontact Security & Compliance requirements applicable to their operations.
- Ensure applicable data protection requirements are respected.
- Monitor security incidents and compliance issues.
- Ensure incidents are reported immediately through the appropriate TLScontact escalation process.
- Coordinate audits and operational reviews of partner locations.
- Monitor audit findings and corrective action plans.
- Escalate any significant compliance or security risk immediately.

Partner Commercial & Contractual Follow-Up

- Monitor partner performance against the commercial and operational terms of the partnership.
- Review partner invoicing and operational charges in coordination with Finance where required.
- Monitor whether partner resources remain aligned with actual operational volumes.
- Identify potential efficiency and cost improvements.
- Ensure additional costs or requested changes are properly justified and approved.
- Support Regional Management in any commercial discussion or renegotiation with partners.
- Maintain awareness of partner contractual obligations and ensure operational execution remains aligned with agreements.

3. New VAC Deployment & Project Management A significant initial responsibility of the Country Manager will be the deployment of TLScontact operations across Australia, as well as coordinating deployment activities performed by partners in New Zealand and Malaysia.

Australia The Country Manager will:

- Coordinate new VAC deployment projects.
- Support identification and validation of suitable premises.
- Coordinate office fit-out and operational setup.
- Support lease and supplier discussions with relevant internal departments.
- Coordinate equipment requirements and office readiness.




- Support recruitment of local employees.
- Coordinate employee onboarding and training.
- Ensure IT infrastructure is operational prior to go-live.
- Coordinate installation and testing of biometric equipment.
- Coordinate operational equipment and furniture requirements.
- Ensure Security & Compliance requirements are integrated into each location.
- Coordinate operational testing and dry-runs.
- Manage operational readiness checklists.
- Coordinate client site visits prior to opening.
- Ensure all operational processes are validated prior to launch.
- Lead and support teams during go-live.

New Zealand & Malaysia For partner-operated locations, the Country Manager will:

- Coordinate with local partners on deployment plans and timelines.
- Review proposed premises and operational layouts.
- Ensure premises meet TLScontact and client requirements.
- Validate proposed staffing models.
- Coordinate partner employee training with TLScontact teams.
- Ensure required equipment and IT solutions are implemented.
- Coordinate Security & Compliance readiness.
- Review operational procedures before implementation.
- Coordinate dry-runs and readiness testing.
- Monitor progress against deployment plans.
- Identify deployment risks and delays.
- Escalate significant risks proactively.
- Coordinate TLScontact support resources when required.
- Participate in readiness reviews before go-live.
- Provide on-site support during critical deployment and go-live phases where required.
- Ensure partner operations are fully ready before authorization to commence service.

4. Performance & KPI Management The Country Manager is accountable for monitoring the overall performance of operations within their geographical scope, including directly operated Australian VACs and partner-operated locations in New Zealand and Malaysia.

- Define operational objectives together with the Regional Manager.
- Monitor operational KPIs across all locations.
- Review performance on a daily, weekly and monthly basis as appropriate.
- Establish clear objectives for Australian managers and partner management teams.
- Challenge underperformance.
- Develop and monitor corrective action plans.
- Identify productivity improvements.
- Ensure staffing remains aligned with actual application volumes.
- Compare performance between locations.
- Share best practices across Australia, New Zealand and Malaysia.
- Anticipate potential KPI deterioration.
- Present performance during Regional Operational Reviews.
- Ensure timely and accurate operational reporting.

5. Client & Embassy Relationship Management

- Develop strong relationships with Embassies, Consulates and government representatives.
- Act as the primary operational TLScontact point of contact for clients in Australia.
- Support client relationships concerning partner operations in New Zealand and Malaysia.
- Participate in regular client operational meetings.
- Present operational and partner performance.
- Ensure client requests and concerns are addressed promptly.
- Provide transparent reporting regarding operational incidents and challenges.
- Proactively propose operational improvements.
- Ensure contractual obligations are respected across directly operated and partner-operated locations.
- Ensure Service Level Agreements are achieved.
- Coordinate implementation of client requests.
- Support the Regional Manager during strategic client meetings.
- Organize and support client visits to TLScontact and partner-operated centres.
- Identify opportunities to improve client satisfaction.
- Develop relationships that support long-term contract sustainability and future growth.

6. Added Value Services – Sales & Commercial Performance

- Monitor AVS sales across Australian centres.
- Monitor partner AVS performance in New Zealand and Malaysia where applicable.
- Monitor AVS Basket per Applicant.
- Define AVS objectives with Regional Management.
- Develop local AVS action plans.
- Work with partners to establish AVS improvement plans.
- Improve conversion rates.
- Ensure staff and partner employees understand approved AVS products and services.
- Ensure AVS are presented professionally and transparently to applicants.
- Develop commercial capabilities of operational teams.
- Identify opportunities for introducing new services.
- Coordinate implementation of new AVS.
- Monitor performance against budget and forecast.
- Share successful practices between markets.
- Maintain the appropriate balance between sales performance, compliance and customer experience.

7. Financial & P&L; Management

Responsibilities include

- Manage and monitor the Australia operational budget.
- Monitor revenues and operating costs.
- Monitor staffing costs.
- Ensure Australian staffing levels remain appropriate for application volumes.
- Optimize productivity across the Australian network.
- Control unnecessary expenditure.
- Participate in annual budgeting and forecasting.
- Participate in CAPEX planning.
- Monitor centre profitability.
- Review supplier and operational costs.
- Work closely with Regional Finance.
- Ensure appropriate financial controls are respected.
- Identify opportunities to improve profitability.
- Monitor AVS contribution to financial performance.
- Provide financial explanations for significant budget variances.
- Monitor financial implications of partner operations.
- Support review of partner fees and operational costs.
- Ensure partner payments are supported by contractual terms and actual service delivery.
- Identify opportunities to optimize partner operating models and costs.

8. Compliance, Security & Quality Assurance

- Ensure compliance with client contracts.
- Ensure compliance with TLScontact Standard Operating Procedures.




- Ensure compliance with Security & Compliance requirements.
- Ensure compliance with applicable local legislation.
- Ensure compliance with applicable data protection requirements.
- Ensure compliance with TLScontact ISO requirements where applicable.
- Conduct regular operational and compliance reviews.
- Coordinate internal audits.
- Support client audits.
- Coordinate audits of partner operations when required.
- Monitor audit findings.
- Ensure corrective actions are implemented within agreed timelines.
- Ensure incident reporting requirements are respected.
- Ensure high standards for all of the visa application process.

9. Team Leadership & People Development

- Recruit and manage operational teams.
- Manage VAC Managers, Supervisors and other operational employees.
- Establish clear objectives for managers and teams.
- Conduct regular performance reviews.
- Coach and develop local managers.
- Identify high-potential employees.
- Build succession plans.
- Promote employee development and internal mobility.
- Ensure appropriate operational and AVS training.
- Promote knowledge sharing between Australian locations.
- Maintain employee engagement.
- Promote accountability and ownership.
- Develop a strong performance culture.
- Work closely with Regional HR.
- Ensure appropriate staffing structures are maintained.
- Support employee satisfaction initiatives.

For Current Zealand and Malaysia, the Country Manager will not directly manage partner employees but will:
- Work closely with partner management teams.
- Ensure appropriate management structures are in place.
- Review partner staffing and competency requirements.
- Support training and knowledge transfer.
- Challenge partner management regarding performance or staffing deficiencies.
- Ensure partner employees delivering TLScontact services receive appropriate operational training.
- Maintain clear separation between TLScontact management responsibilities and partner employer responsibilities.

10. Business Development & Regional Growth

- Identify potential government outsourcing opportunities.
- Monitor developments within visa outsourcing and government-service markets.
- Support Regional Management and Business Development teams during tenders.
- Participate in feasibility studies.
- Provide operational input for new business opportunities.
- Participate in client presentations.
- Participate in site visits.
- Support preparation of operational models and staffing plans.
- Develop relationships with relevant local stakeholders.
- Identify potential suppliers and partners.
- Evaluate potential new partners when required.
- Support partner due diligence.
- Support competitive analysis.
- Contribute to TLScontact's long-term development strategy.
- Identify opportunities to leverage Australian infrastructure for additional clients.
- Identify opportunities to expand the scope of existing partnerships in New Zealand and Malaysia.
- Monitor the local market for potential alternative partners should operational or commercial requirements change.

11. Crisis & Incident Management

- Coordinate responses to significant operational incidents.
- Manage operational disruptions.
- Coordinate responses to IT failures.
- Coordinate responses to security incidents.
- Support management of natural disasters or other exceptional events.
- Ensure Business Continuity Plans are maintained.
- Ensure Australian teams understand business continuity procedures.
- Ensure partners maintain appropriate Business Continuity Plans.
- Coordinate communication with clients during incidents.
- Coordinate communication with partner management.
- Coordinate communication with Regional Management.
- Ensure incidents are properly documented.
- Conduct post-incident reviews.
- Ensure corrective and preventive measures are implemented.
- Challenge partners where incident handling or prevention is insufficient.

12. Reporting Responsibilities The Country Manager reports directly to the: Regional Manager – South, Central Asia & Pacific

Expected reporting includes the monthly operational performance report for across all location in the region and other reviews/report ,also,the Country Manager is expected to immediately report any significant includes,client concern,Operational incident,Partner issue to the Regional Manager.

13. Essential Qualifications & Experience

- Professional Experience:Significant operational management experience within TLScontact, visa outsourcing, BPO, government services, customer-service operations or another complex service organization.
- Previous experience managing several locations or geographically distributed teams.
- Robust operational-management background.
- Demonstrated ability to manage KPIs and performance improvement plans.
- Experience managing senior clients and stakeholders.
- Strong people-management experience.
- Experience managing external partners, subcontractors or service providers would be highly desirable.
- Ability to manage outsourced operations while maintaining appropriate governance and performance control.
- Experience managing budgets and operational costs.
- Experience with new site openings or deployments is highly desirable.
- Experience working in multicultural and international organizations.
- Experience working independently with remote Regional Management.
- Experience managing lean operations or small multi-site structures would be advantageous.
- Experience within visa outsourcing or government-services operations would be strongly preferred.

14. Language Requirements

- English: Fluent / professional proficiency – mandatory.
- French: Strong advantage.
- Additional languages would be considered an advantage but are not mandatory,level of autonomy, professionalism, commercial awareness and accountability.

Application Question(s):
- What is your salary expectation(Gross Monthly Salary),if you are comfortable to provide.
- When would you be available for a first-round interview?
- What is your current notice period, and your earliest available start date?

Work Authorisation:
- Australia (Preferred)

Location:
- Sydney NSW (Preferred)

Work Location: In person

📌 Country Manager(Visa Application Center) (Sydney)
🏢 TLScontact
📍 Sydney